Role: Distributed Support Engineer
Location: Home based (with ad hoc visits on site: Dorset/South Somerset Area)
Contract Type: Temp to Perm
Hours: Monday - Saturday (availability to cover 24x7)
Interview Process: 2-stage process
Role Purpose: To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). To work efficiently and proactively to deliver IT support services to a wide range of customers.
Key Responsibilities:
* Repair, diagnose, and replace PCs, laptops, printers, servers, and retail equipment and associated peripherals.
* Complete part movements (RMA generation & physical movement) in a timely and accurate manner, returning items as directed by the branch within company guidelines.
* Assist other engineers in the delivery of service to our customers.
* Cover site roles where required due to planned or unplanned absence.
* Achieve KPI target of 5 visits/fixes per day.
* Communicate with Call Administration and the branch throughout the day to effectively manage all call details in real time and gain full understanding of the customer’s SLA requirements.
* Utilise PDA to check and update allocated calls in a timely manner to achieve required commit time and reflect actual work done in real time by way of accurate and quality updates.
* Carry out any other reasonable requests from your line management.
* Perform customer rebuilds and configuration to desk.
* Carry out AV repairs and printer repairs.
* Conduct IMAC projects with little supervision.
* Participate in 24/7 coverage via a rota system.
* Act as a mentor to Grades 1 through 3 Engineers.
* May be expected to train on new technologies such as AV or Cisco.
* May be expected to step in for FDM on occasion and/or project manage.
* Be compliant with management system policies, company policies & guidelines, and take responsibility for health & safety in the workplace.
* Maintain professionalism and presentation at all times.
* Must have a full UK driving licence where required to perform the role.
* Respond to any requests for information from your line management in a timely manner.
* Work a certain amount of overtime when required.
* Be familiar with customer policies and processes where applicable.
* Be approachable and accepting of training requirements in relation to the role.
* Maintain the skills and knowledge required to perform the role to the required standard.
* Embrace new technologies and adapt to change.
* Ensure company assets are maintained in good working order and condition.
* Practice quick win processes.
Skills and Experience:
* Knowledge of PC, laptop, printer, and associated peripherals operation.
* Key clients specific procedures.
* Trained in desktop/laptop/printers and servers.
* Cisco/Sun experience.
* Excellent knowledge of common software products.
* AV experience.
* Excellent customer-facing skills.
Job Type: Temp to perm
Pay: £100.00 per day
Schedule:
* Monday to Friday
* Weekend availability
Work Location: In person
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